Customer Service Trainer

Job Summary
The post holder will work as part of the Customer Services Management team to design, develop, deliver, support and maintain blended learning solutions for Customer Services frontline staff.
The post holder will focus on the delivery of formal and informal learning solutions and performance coaching, ensuring all staff are competent in Trust approved emergency processes. The delivery will be
- classroom, facilitated, live online learning and webinars, Technology Enabled Learning (TEL) and onsite performance coaching.
The post holder will assist with the analysis, design, development, implementation, support and evaluation of learning interventions utilising all aspects of the learning cycle and will be required to assist training across the complex customer services Training portfolio, including but not restricted to emergency and non-emergency switchboard calls, and any new commercial services that are acquired.
The post holder will be required to work with the service improvement and operational teams to develop and maintain key competencies ensuring that a learning culture is established and learning objectives are aligned to both Essentia and Trust wide objectives.
The post holder will be expected to support a 24/7 NHS and when required work out of hours including evenings. There is also a requirement to travel across sites; including travelling to external sites for which we provide managed services too.

**Responsibilities**:
Learning Design and Development
Learning Delivery
Validation and Evaluation
Digital Literacy
Teamwork
Supporting Users and Embedding Learning
Education & Professional Development
Performance and Personal Development
**Essentia Group**:
Part of Guy’s and St Thomas’ NHS Foundation Trust, responsible for non-clinical healthcare services.
**Essentia Vision**:
‘To be the Estates, Facilities and Capital Management service provider of choice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.’
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
- CARING - We will put patients first
- AMBITIOUS - We innovate and strive for excellence
- INCLUSIVE - We respect each other and work collaboratively

Department Information
The Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.
We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our
patients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.

**Responsibilities**:
Learning Design and Development
- Perform initial scoping and Learning Needs Analysis (LNA) to assess, identify and develop appropriate learning plans and solutions to meet individual and group learning aims and training needs
- Ensure that all learning solutions are designed with a clear structure and learning path and all learning materials are consistent in style, layout and contain clear learning objectives
- Ensure that objectives are measurable following TUM, SMART methodology
- Develop and update training materials, including sessions, scripts, exercises, and handouts, ensuring consistency and alignment with learning objectives. Adapt these materials as necessary to support blended learning solutions and respond to feedback. Ensure that learning activities incorporate key learning principles for different learning types and incorporate elements to encourage and motivate learners
- Work with fellow IT Training team members to consider, design and evaluate innovative ways to deliver learning, such as eLearning, webinars, Online Facilitated or a blended approach
- Assist in regular testing of new and upgraded software/hardware and training environments and make relevant adaptations to all associated training materials to support new training practices/ functionality across the department
- Help maintain internal and external communications regarding key updates on clinical systems, the learning solutions delivered and any new learning events available to both internal staff and external interested parties
- Pilot training sessions and identify/suggest appropriate improvements

Learning Delivery
- Deliver formal and informal learning solutions to groups and individuals using a variety of methods; including but not limited to: live online learning events, cl